Adaptable business objective routing for a contact center

ABSTRACT

A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective. In the event that the likelihood of success in achieving the second objective by the second agent is higher than the likelihood of success of achieving the first objective by the first agent, the processor transmits instructions to route the pending interaction to the second agent. The processor also prompts the second agent to pursue the second objective.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is related to “SYSTEM AND METHOD FOR CASE-BASED ROUTINGFOR A CONTACT CENTER” and “SYSTEM AND METHOD FOR ANTICIPATORY DYNAMICCUSTOMER SEGMENTATION FOR A CONTACT CENTER”, both filed on even dateherewith, the contents of both of which are incorporated herein byreference.

BACKGROUND

A customer-centric organization needs to seamlessly integrate itsoperations with its customer intelligence to ensure a complete andactionable 360-degree view of the customer. Every interaction isgenerally treated as an opportunity to improve the customer experiencethrough superior service, resulting in higher satisfaction, loyalty, andretention. Done correctly, these lead to increased success in bothprofit-based and non-profit-based businesses and services.

To this end, it is known in the art to provide a cloud-based,premise-based or hybrid (cloud-premise) customer interaction managementplatform that handles various types of inbound and outbound interactions(e.g., traditional voice, voice-over-IP, email, web chat/IM, SMS/MMS,video, fax, self-service other work items, etc.) to various types ofresources (e.g., a contact center agents, a back office, anexpert/knowledge worker, a branch office, a self-service operation, anoutsourced operation, etc.). Customers may interact through the platformwith different types of individuals (e.g., contact center agents,knowledge workers, back-office workers, etc.) and across multiplechannels (e.g., contact center/IVR, proactive engagements, web, socialmedia, mobile, etc.).

In one embodiment, a customer interaction management platform integratesa contact center, agent stations, and, optionally, a customer relationmanagement (CRM) server. Typically, the contact center, the agentstation(s), and the customer relation management server are coupled overone or more networks, which may be the Internet, a private network, or atelephone network. The customer relation management server may bephysically located within the contact center and maintained by a thirdparty, or located remote from the contact center and still operatedthereby. End user interactions that call for management are routed,e.g., from the CRM server, for handling by the contact center agents. Inone representative operating scenario, the contact center implements andmaintains an object-based agent status model that contains such data asagent identification, workflow assignments, media capabilitydescriptions, and status elements related to communication and mediaelements. The elements of this agent state model are dynamic and updatedin real-time as an agent proceeds to receive or initiate interactionsand to communicate with the end user using one or more multimediaapplications.

Routing of interactions traditionally involves sending control signaling(as opposed to the media portion of the interaction itself, whichtypically does not get routed) to one or more agent queues. There may bequeues associated with particular types of interactions, and there maybe dedicated queues associated with skills or other characteristics ofthe agents. Typically, routing logic assigns interactions to agentsbased on configured logic, such as longest-idle agent, least occupiedagent, skill level, etc. In an alternative scenario, an interaction isrouted to an agent queue, where it is picked up by an available agentassociated therewith and who has the appropriate skill level andavailability to provide the needed communication with the customer. Ahybrid approach may be implemented wherein an agent has associatedtherewith a personal workbin into which deferrable interactions (e.g.,email or other tasks such as answering a customer letter, proactivelycontacting a customer, etc.) may be placed; in such a mode, the agenttypically has some freedom to decide which of his or her tasks to donext. Agents use workbins to store interactions that they have startedworking on and wish to continue working on at a later time. Interactionscan also be distributed to workbins by a routing server. A workbin islike a queue in that it holds interactions, although a workbin typicallyis associated with a particular agent. A shared group workbin may beused by multiple agents in a group or place. Agents can view thecontents of the workbin and pull interactions from it in any order.Thus, in a scenario in which agents have flexibility in selectinginteractions, typically the agent can view some details (e.g.,statistics such as number of interactions in queue, or average waittime, or service level, etc.) about a queue containing all of theinteractions they are assigned to handle. Processing of interactions inqueue usually is automated, although an agent may have an opportunity tointeract with the identified or viewable interactions. In the lattercase, and when given a choice (possibly constrained by service level orother policies), an agent may elect to pick the interactions that aremost easy to resolve, or the contacts with which he or she is mostfamiliar. Typically, an agent is trained for certain activities/tasks,some of which the agent may be scheduled to handle based, for example,on a designated “skill” attribute that may be enabled or disabled at agiven point in time. Further, as a particular customer interactionproceeds, the customer may be handed off from one agent to another,either as dictated by business process workflow, because a first agentis unable to address the customer's need, or for other reasons. Althoughagent switching is sometimes required, it is desirable to avoid orreduce the impact of a context switch, especially if a given agent isaware of a prior contact history and can also handle anticipatedfollow-up steps.

In a traditional interaction, the contact center agent assignment logicpreferably routes an inbound interaction to what the system determinesis a “best” or target agent. The agent typically is selected or definedbased on one or more criteria, such as availability, occupancy, staticcustomer segment, priority, required skills to handle an interaction ofa given media type, agent capacity, customer interaction history (e.g.,last agent routing), and other criteria, such as up- or cross-sellopportunities, agent skills, and the like.

While these techniques work well, it is desirable to provide enhancedcontact center routing strategies.

SUMMARY

Embodiments of the present invention are directed to a system and methodfor enhanced interaction processing in a contact center. A processordetects a pending interaction with a customer. The processor identifiesfirst and second objectives of the contact center in response todetecting the pending interaction, where the first objective isidentified as more important to the contact center than the secondobjective. The processor identifies a first agent for handling the firstobjective, and determines a likelihood of success of the first agent inachieving the first objective. The processor identifies a second agentfor handling the second objective, and determines a likelihood ofsuccess of the second agent in achieving the second objective. In theevent that the likelihood of success in achieving the second objectiveby the second agent is higher than the likelihood of success ofachieving the first objective by the first agent, the processortransmits instructions to route the pending interaction to the secondagent. The processor also prompts the second agent to pursue the secondobjective.

According to one embodiment, the first objective is associated with afirst business outcome determined to be more desirable to the contactcenter than a second business outcome associated with the secondobjective.

According to one embodiment, the business outcome relates to profit,revenue, or sales of the contact center.

According to one embodiment, the business outcome relates to customersatisfaction.

According to one embodiment, the likelihood of the first or second agentin achieving the first or second objectives is determined based onanalysis of historical performance of the first or second agentsrelating to the first and second objectives.

According to one embodiment, the second objective is associated with abusiness opportunity to be presented to the customer. The businessopportunity may be a cross-sell or up-sell opportunity of a product orservice.

According to one embodiment, the pending interaction is for achieving astep of a workflow associated with a case, and an agent selected forhandling the pending interaction is an agent with skills to handle anext step of the workflow.

According to one embodiment, the processor retrieves, in response todetecting the pending interaction, identification of a first customersegment to which the customer belongs, where the first customer segmentis associated with a third objective of the contact center. Theprocessor predicts an outcome of the pending interaction and identifiesa second customer segment based on the predicted outcome. The processorre-associates the customer to a second customer segment. According toone embodiment the second customer segment is associated with the secondobjective.

These and other features, aspects and advantages of the presentinvention will be more fully understood when considered with respect tothe following detailed description, appended claims, and accompanyingdrawings. Of course, the actual scope of the invention is defined by theappended claims.

BRIEF DESCRIPTION OF THE DRAWINGS

For a more complete understanding of the disclosed subject matter andthe advantages thereof, reference is now made to the followingdescriptions taken in conjunction with the accompanying drawings, inwhich:

FIG. 1 is a block diagram of a customer interaction management platformin which the techniques described herein may be practiced;

FIG. 2 is a block diagram of a contact center system according to oneembodiment of the invention.

FIG. 3 is a block diagram of a telephony-based computing infrastructure,such as a contact center, in which the techniques described herein maybe practiced;

FIG. 4 is a block diagram of an alternative SIP-based environment inwhich the customer interaction management platform is used;

FIG. 5 is a detailed block diagram of a hybrid (premises-cloud)environment in which the techniques of this disclosure may be practicedin one embodiment;

FIG. 6 is detailed block diagram of another hybrid cloud-basedcommunications system in which the disclosed techniques may beimplemented;

FIG. 7 is a process flow diagram illustrating a dynamic customersegmentation routing scheme according to this disclosure;

FIGS. 8A-8B are flow diagrams of a process for adaptive businessobjective routing according to this disclosure;

FIG. 9 is a diagram illustrating a case routing scheme according to thisdisclosure;

FIG. 10 is a process flow illustrating how two or more of the routingschemes may be carried out concurrently or sequentially to enhancecontact center agent assignment logic;

FIG. 11A is a block diagram of a computing device according to anembodiment of the present invention;

FIG. 11B is a block diagram of a computing device according to anembodiment of the present invention;

FIG. 11C is a block diagram of a computing device according to anembodiment of the present invention;

FIG. 11D is a block diagram of a computing device according to anembodiment of the present invention; and

FIG. 11E is a block diagram of a network environment including severalcomputing devices according to an embodiment of the present invention.

DETAILED DESCRIPTION

In general terms, embodiments of the present invention are directed to acustomer interaction management platform that uses a set of one or moreinteraction routing strategies to determine which agents should receiveand handle particular contacts. The platform includes an agentassignment mechanism, which is augmented to implement one or more of aset of routing schemes. A first routing scheme proactively adjusts acustomer service level against which the agent assignment mechanism isexecuted. A second routing scheme operates during a given interactionusing the agent assignment mechanism to automatically adjust which of aset of business objectives should be addressed by an available agent. Athird routing scheme provides the agent assignment mechanism one or moreparameters associated with a case to facilitate the assignment. Theserouting strategies may be carried out in whole or in part concurrentlyor sequentially.

The one or more routing strategies may include a “dynamic customersegmentation” strategy that provides an assessment or a-priorire-assessment of a customer's existing customer segmentation (e.g.,gold, silver, bronze, etc.) and then determines, based on this analysisand an anticipated outcome of processing a given customer interaction,whether the customer's customer segment association (for newinteractions) should be promoted or demoted. If, for example, thisanticipated outcome would promote the customer to a next higher segment,then the current interaction may be treated in accordance with thepolicies of this higher-level segment. The promotion or demotion of thecustomer segment association may be context-dependent and carried out ona per interaction basis or over some time period for multipleinteractions.

Another routing strategy implements an “adaptive business objective”strategy by which agent assignments are based in part on adjusting abusiness objective (BO) during the agent assignment process instead ofrelying upon a fixed or static business objective that is predefined orconfigured. In this approach, the business objective is composed of twoelements: a reason for interaction (as potentially refined through anIVR dialog), and a set of business opportunities (e.g., cross-/up-selloffers) that vary based on a known customer profile. Given thesefactors, a set of business objectives are then defined for the customer.During the agent selection process, the routing logic seeks to find abest matching agent for addressing both elements and begins with a first(best) business objective. If no such agent can be found, a next best BOis used, and so on until an appropriate agent is found to handle theinteraction according to the (potentially-adjusted) BO. The BO-agentpairs are then ranked based on probability of success of the particularagent in handling the particular BO. According to one embodiment, anagent with the highest rank is selected and the interaction routed tothat agent for handling the associated BO.

Yet another routing strategy implements a “case routing” strategydetermined at least in part on a “case record” associated with aninteraction, such as (but not limited to) a CRM-sourced interaction. ACRM system or server, or any other customer database system(collectively referred to as CRM system), which may a component of thecontact center or associated therewith, models a customer supportinteraction (between one of its customers and the system) as a “case.” Acase (or “ticket”) has an associated case record having giveninformation identifying the case, its type, an anticipated workflow(through a set of defined or ordered steps) to potential resolution,anticipated timing, escalation paths, and the like. Depending on the CRMsystem from which the case originates, a case may be associated with aparticular template depending on the nature of the customer supportissue. In case routing, a case record associated with a case is used toinfluence which agent in a set of agents in a contact center should beidentified to work the case. Without limitation, a best or target agentis selected based on one or more factors, such as an identity of aparticular next interaction or step in the processing of the case (asdefined by the case workflow), one or more anticipated futureinteractions for the given case (e.g., based on predefined stepsaccording to a workflow, and/or dynamic adjustments according to ananticipated outcome of a particular step, etc.) and that shouldpreferably be handled by a same agent, the existence of one or morepreviously-performed interactions for the case, including whether anysuch interactions have been re-opened, remaining completion time for thecase, and the like.

According to a feature of this disclosure, the above-described routingtechniques may be used either alone or together. Thus, in oneembodiment, the dynamic customer segmentation strategy is implemented inassociation with the adaptive business objective strategy or with caserouting. In another embodiment, the adaptive business objective strategyis implemented in association with case routing. Yet another alternativeis to associate (combine) all three of the above-described strategies.These routing strategies may be carried out in whole or in partconcurrently (synchronously) or sequentially (asynchronously).

FIG. 1 illustrates a customer interaction management platform 100 thatmay be cloud-based, premises-based, or a hybrid implementation. Theplatform may be operated by a dedicated service provider, but this isnot a requirement. In general, the platform 100 handles all types ofinteractions, whether inbound or outbound. As illustrated, theseinteractions include, without limitation, voice, e-mail, web, chat/IM,SMS, video, fax/work items, and others. Interactions are directed tovarious resources such as a call center, outsourcer, back office, anexpert (knowledge worker), a branch office, a self-service function, orthe like. Preferably, the platform implements a framework that comprisesa set of operational layers, such as a configuration layer that providesfor configuration, data integrity control, access control and runtimenotifications, a management layer that allows a customer to monitor thebehavior and status of applications executing in the platform (e.g.,solution control, alarm processing, troubleshooting and faultmanagement), a media layer that provides external interfaces, enablesswitch-independence for the applications, and provides for datadistribution, and a services layer that provides status and statistics.

FIG. 2 is a schematic block diagram of a system for supporting a contactcenter in providing contact center services according to one exemplaryembodiment of the invention. The contact center may be an in-housefacility to a business or corporation for serving the enterprise inperforming the functions of sales and service relative to the productsand services available through the enterprise. In another aspect, thecontact center may be a third-party service provider. The contact centermay be deployed in equipment dedicated to the enterprise or third-partyservice provider, and/or deployed in a remote computing environment suchas, for example, a private or public cloud environment withinfrastructure for supporting multiple contact centers for multipleenterprises. The various components of the contact center may also bedistributed across various geographic locations and computingenvironments and not necessarily contained in a single location,computing environment, or even computing device.

According to one exemplary embodiment, the contact center includesresources (e.g. personnel, computers, and telecommunication equipment)to enable delivery of services via telephone or other communicationmechanisms. Such services may vary depending on the type of contactcenter, and may range from customer service to help desk, emergencyresponse, telemarketing, order taking, and the like.

Customers, potential customers, or other end users (collectivelyreferred to as customers) desiring to receive services from the contactcenter may initiate inbound calls to the contact center via their enduser devices 10 a-10 c (collectively referenced as 10). Each of the enduser devices 10 may be a communication device conventional in the art,such as, for example, a telephone, wireless phone, smart phone, personalcomputer, electronic tablet, and/or the like. Users operating the enduser devices 10 may initiate, manage, and respond to telephone calls,emails, chats, text messaging, web-browsing sessions, and othermulti-media transactions.

Inbound and outbound calls from and to the end users devices 10 maytraverse a telephone, cellular, and/or data communication network 14depending on the type of device that is being used. For example, thecommunications network 14 may include a private or public switchedtelephone network (PSTN), local area network (LAN), private wide areanetwork (WAN), and/or public wide area network such as, for example, theInternet. The communications network 14 may also include a wirelesscarrier network including a code division multiple access (CDMA)network, global system for mobile communications (GSM) network, and/orany 3G or 4G network conventional in the art.

According to one exemplary embodiment, the contact center includes aswitch/media gateway 12 coupled to the communications network 14 forreceiving and transmitting calls between end users and the contactcenter. The switch/media gateway 12 may include a telephony switchconfigured to function as a central switch for agent level routingwithin the center. In this regard, the switch 12 may include anautomatic call distributor, a private branch exchange (PBX), an IP-basedsoftware switch, and/or any other switch configured to receiveInternet-sourced calls and/or telephone network-sourced calls. Accordingto one exemplary embodiment of the invention, the switch is coupled to acall server 18 which may, for example, serve as an adapter or interfacebetween the switch and the remainder of the routing, monitoring, andother call-handling components of the contact center.

The contact center may also include a multimedia/social media server forengaging in media interactions other than voice interactions with theend user devices 10 and/or web servers 32. The media interactions may berelated, for example, to email, vmail (voice mail through email), chat,video, text-messaging, web, social media, co-browsing, and the like. Theweb servers 32 may include, for example, social interaction site hostsfor a variety of known social interaction sites to which an end user maysubscribe, such as, for example, Facebook, Twitter, and the like. Theweb servers may also provide web pages for the enterprise that is beingsupported by the contact center. End users may browse the web pages andget information about the enterprise's products and services. The webpages may also provide a mechanism for contacting the contact center,via, for example, web chat, voice call, email, web real timecommunication (WebRTC), or the like.

According to one exemplary embodiment of the invention, the switch iscoupled to an interactive media response (IMR) server 34, which may alsobe referred to as a self-help system, virtual assistant, or the like.The IMR server 34 may be similar to an interactive voice response (IVR)server, except that the IMR server is not restricted to voice, but maycover a variety of media channels including voice. Taking voice as anexample, however, the IMR server may be configured with an IMR scriptfor querying calling customers on their needs. For example, a contactcenter for a bank may tell callers, via the IMR script, to “press 1” ifthey wish to get an account balance. If this is the case, throughcontinued interaction with the IMR, customers may complete servicewithout needing to speak with an agent. The IMR server 34 may also askan open ended question such as, for example, “How can I help you?” andthe customer may speak or otherwise enter a reason for contacting thecontact center. The customer's response may then be used by the routingserver 20 to route the call to an appropriate contact center resource.

If the call is to be routed to an agent, the call is forwarded to thecall server 18 which interacts with a routing server 20 for finding anappropriate agent for processing the call. The call server 18 may beconfigured to process PSTN calls, VoIP calls, and the like. For example,the call server 18 may include a session initiation protocol (SIP)server for processing SIP calls. According to some exemplaryembodiments, the call server 18 may, for example, extract data about thecustomer interaction such as the caller's telephone number, often knownas the automatic number identification (ANI) number, or the customer'sinternet protocol (IP) address, or email address.

In some embodiments, the routing server 20 may query a customerdatabase, which stores information about existing clients, such ascontact information, service level agreement (SLA) requirements, natureof previous customer contacts and actions taken by contact center toresolve any customer issues, and the like. The database may be managedby any database management system conventional in the art, such asOracle, IBM DB2, Microsoft SQL server, Microsoft Access, PostgreSQL,MySQL, FoxPro, and SQLite, and may be stored in a mass storage device30. The routing server 20 may query the customer information from thecustomer database via an ANI or any other information collected by theIMR 34 and forwarded to the routing server by the call server 18.

Once an appropriate agent is available to handle a call, a connection ismade between the caller and the agent device 38 a-38 c (collectivelyreferenced as 38) of the identified agent. Collected information aboutthe caller and/or the caller's historical information may also beprovided to the agent device for aiding the agent in better servicingthe call. In this regard, each agent device 38 may include a telephoneadapted for regular telephone calls, VoIP calls, and the like. The agentdevice 38 may also include a computer for communicating with one or moreservers of the contact center and performing data processing associatedwith contact center operations, and for interfacing with customers viavoice and other multimedia communication mechanisms.

The selection of an appropriate agent for routing an inbound call may bebased, for example, on a routing strategy employed by the routing server20, and further based on information about agent availability, skills,and other routing parameters provided, for example, by a statisticsserver 22.

The contact center may also include a reporting server 28 configured togenerate reports from data aggregated by the statistics server 22. Suchreports may include near real-time reports or historical reportsconcerning the state of resources, such as, for example, average waitingtime, abandonment rate, agent occupancy, and the like. The reports maybe generated automatically or in response to specific requests from arequestor (e.g. agent/administrator, contact center application, and/orthe like).

According to one exemplary embodiment of the invention, the routingserver 20 is enhanced with functionality for managingback-office/offline activities that are assigned to the agents. Suchactivities may include, for example, responding to emails, responding toletters, attending training seminars, or any other activity that doesnot entail real time communication with a customer. Once assigned to anagent, an activity an activity may be pushed to the agent, or may appearin the agent's workbin 26 a-26 c (collectively referenced as 26) as atask to be completed by the agent. The agent's workbin may beimplemented via any data structure conventional in the art, such as, forexample, a linked list, array, and/or the like. The workbin may bemaintained, for example, in buffer memory of each agent device 38.

According to one exemplary embodiment of the invention, the mass storagedevice(s) 30 may store one or more databases relating to agent data(e.g. agent profiles, schedules, etc.), customer data (e.g. customerprofiles), interaction data (e.g. details of each interaction with acustomer, including reason for the interaction, disposition data, timeon hold, handle time, etc.), and the like. According to one embodiment,some of the data (e.g. customer profile data) may be provided by a thirdparty database such as, for example, a third party customer relationsmanagement (CRM) database. The mass storage device may take form of ahard disk or disk array as is conventional in the art.

The various servers of FIG. 1 may each include one or more processorsexecuting computer program instructions and interacting with othersystem components for performing the various functionalities describedherein. The computer program instructions are stored in a memoryimplemented using a standard memory device, such as, for example, arandom access memory (RAM). The computer program instructions may alsobe stored in other non-transitory computer readable media such as, forexample, a CD-ROM, flash drive, or the like. Also, although thefunctionality of each of the servers is described as being provided bythe particular server, a person of skill in the art should recognizethat the functionality of various servers may be combined or integratedinto a single server, or the functionality of a particular server may bedistributed across one or more other servers without departing from thescope of the embodiments of the present invention.

In the various embodiments, the term interaction is used generally torefer to any real-time and non-real time interaction that uses anycommunication channel including, without limitation telephony calls(PSTN or VoIP calls), emails, vmails (voice mail through email), video,chat, screen-sharing, text messages, social media messages, webreal-time communication (e.g. WebRTC calls), and the like.

FIG. 3 illustrates a traditional customer interaction managementplatform 250 that interoperates with telephony infrastructure, such asPSTN 252, according to another embodiment of the invention. In thisembodiment, the platform 250 comprises switch 254, IVR 256, a telephonyserver 258, and a set of agent desktops 260.

FIG. 4 illustrates a Voice-over-IP embodiment wherein the customerinteraction management platform 300 interoperates with the PSTN 302 anda VoIP gateway 304, and comprises SIP server 306, IVR 308, and IP-basedhard phones 309, or IP-based soft phones 310, according to oneembodiment of the invention.

Although not shown, typically the customer interaction managementplatform includes native support for all types of standard media, suchas voice (TDM/VoIP), email, chat, co-browse, web forms, and others.

FIG. 5 illustrates hybrid on-premises and cloud-based implementation ofthe customer interaction management platform. In this embodiment, thereare three (3) premises locations 402, 404 and 406, and each of theselocations is associated with a control server 408 to which agentsassociated with the platform can connect. Customers interface to theplatform via a network switch 410. A control server 408 is associatedwith the network switch and interfaces to a global router 414 thatexecutes a routing strategy for interaction routing. A database server416 provides an interface to one or more databases 418. An interactivevoice response (IVR) unit 412 is associated with the network switch 410,and IVR may be controlled by its own control server 415. A centralnetwork routing element typically is located within router 414, whichmay then instruct the network switch (via server 408) to send the callto IVR; once the IVR has finished the call, it could either beterminated or transferred to an agent. However, it is also possible thatthe call is sent to the IVR unconditionally, in which case the IVRcontrol server 415 decides whether to terminate it or transfer to anagent. The former scenario is sometimes referred to as IVR-behindswitch, while the latter is referred to as IVR-in-front. Each controlserver 408 typically provides various control functions such as agenttelephony state propagation, call control and monitoring, call modelunification, inter-site session negotiation (e.g., call transfers,conferences, etc.) and provides for a common message bus for otherapplications. The routing engine in the global router 414 providesstrategy-driven interaction flow control, which are referred to hereinas routing strategies. Each premise may have associated therewith a“state” server 420 that provides the platform global agentstate/capacity data, and real-time metrics calculations. A configurationserver 424 provides dynamic configuration management. A management layer426 provides for application monitoring and control, centralizedlogging, alarms, and the like. Although this figure illustrates directnetwork level routing to agents, this is not a requirement as there maybe multi-step routing (e.g., from network to site, and at the site levelto agents through a site level router).

FIG. 6 is a more detailed architectural overview of a communicationsenvironment in which the techniques of this disclosure may be practiced.In this embodiment, a system is provided that integrates a contactcenter, an agent station, and a customer relation management (CRM)server. This is just a representative environment and should not betaken as limiting. In this embodiment, communications environment 200includes a public-switched-telephone-network (PSTN) 202, an Internetnetwork 207, and a communications or contact center 210. PSTN network202 may be another type or configuration of telephone network. Forexample, network 202 may be a wireless network or a combination ofwireless and wired networks. Likewise, network 202 may be a private orpublic telephone network. If the network is the public PSTN network, itmay include a switch 203 which may function as a service control point(SCP). If the network is a private network, it may include a localtelephone switch (LSW) 203 for receiving and routing telephone calls inthe network. The LSW 203 may be an automated call distributor (ACD), aprivate branch exchange (PBX) or some other call switching hardware,which may also function as a service control point (SCP). In thisexample, LSW 203 has connection to communication center 210 by way of atelephony trunk 205. Also, in this example, LSW 203 is enhanced with acomputer-telephony-integration (CTI) processor 204 running an instanceof a telephony server (T-S). Processor 204 provides intelligenttelephony and interaction capabilities to LSW 203. Examples includeintelligent peripherals live interactive voice response systems, andother like capabilities. The instance of the telephony server T-Srunning on processor 204 provides an array of intelligent routingservices, which may be integrated with CTI and intelligent peripheralfunctions.

Communication center 210 has a switch (CSW) 211 (such as a PBX or ACD)provided therein and adapted to receive incoming telephone calls fromPSTN 202 for the purpose of internal routing to communication centerpersonnel and automated help or service systems. CSW 211 is, of course,also adapted for outbound calling. CSW 211 may be a PBX or other type oftelephone switch as mentioned above with reference to LSW 203. CSW 211is connected to LSW by telephone trunk 205. CSW 211, like LSW 203, isalso connected to a CTI processor 215 running an instance of the T-Sserver.

Processor 215 preferably uses a separate data network 206 forcommunicating with processor 204. In this way, intelligent routingroutines may be created and implemented at the PSTN level therebyenabling performance of internal call routing at the network level. Datasolicited from a caller may be transferred into center 210 ahead of theactual telephone call with the use of network 206 and the connected CTIprocessors and T-S instances. Agent level routing may then be performedat network level and may be controlled by center 210.

Center 210 preferably has a local-area-network (LAN) 218 providedtherein and utilized to connect multiple workstations and systemstogether for communication. In this example, an agent workstation 522and an agent workstation 523 are illustrated having LAN connectivity.Workstation 522 contains typical agent equipment for communication notlimiting to a personal LAN-connected computer 227 with a video displayunit (VDU) such as a computer monitor and an agent telephone 226.Telephone 226 has connectivity to CSW 211 via internal telephone wiring217. Workstation 523 is adapted for communication in a like, but notnecessarily identical, manner as is station 522 by way of aLAN-connected computer 225 and by way of an agent telephone 224.Additional communication equipment types may be represented withinstations 523 and 522; these include, without limitation, fax machines,automated answer systems, other processing terminals, and other suchnetwork-capable equipment types. An agent may be a home agent (a personthat works from his or her home) and connects to the contact center,e.g., via voice-over-IP connections. In one embodiment, telephones 224and 226 may be data phones connected to respective computer hosts asterminal machines. There are many configuration possibilities as well asequipment variances possible.

CTI processor 215 preferably has a LAN connection to enable supervisorswith administrative authority to modify or create new routing routinesand so on. The function of T-S within processors 215 and 204 depends onaccessibility to a telephony server library (T-Server Library) 220,which in this example, is connected to LAN 218. Library 550 preferablycontains all of the objects, descriptors, and constructs to enableintegrated CTI/Transaction Intelligent call processing. Typically, thelibrary is an embedded part of a server that uses the library forcommunication with other network elements.

Without limitation, Internet network 207 is part of communicationsenvironment 200. Internet 207 may be another type of wide-area-network(WAN). For example, network 207 may be a corporate or private WAN ormetro-area-network (MAN). Internet network 207 has a network backbone209 extending there through that represents all or some of theequipment, lines and access points that make up an Internet network as awhole, including any connected sub-networks. As noted above, nogeographic or logical limitations are intended.

A customer relations management (CRM) server 208 is provided orotherwise illustrated within Internet network 207 and is adapted tomanage customer relations relative to one or more customer bases relatedto one or more enterprises such as one hosting communication center 210for example. CRM system or service 208 may be provided by a third partyenterprise. A third-party CRM solution may be implemented from the baseof a third-party enterprise that may include third party customermanagement services. Likewise, CRM server 208 may be part of customerpremise equipment (CPE) solution, whereby the entire or certain portionsof a customer base are related to the host enterprise and servicedinternally at a specific communication center, such as center 210. Inthe latter case, CRM server 208 may be hosted within the physical domainof center 210 and connected to LAN 218. In still another embodiment, CRMsystem 208 may be adapted to service a customer base related to aplurality of regionally distributed contact or communication centers ofa same enterprise. In this case, a separate but centralized facility maybe provided within the domain of Internet 207 whereby those customers ofmultiple centers may be managed according to the policies and rulesestablished at each center.

In this example, center 210 is a multimedia-capable communication centerwith Internet connectivity for contact and interaction with customersand business entities. An Internet protocol router (IPR) 221 is providedwithin center 210 and has connection to LAN 218. IPR 221 is adapted toreceive multimedia and communication events from Internet 207 and toroute such events to agent stations like stations 222 or 223 over LAN218. Multimedia events may include email events, Web form interactions,voice over IP interactions, Web messaging interactions,multimedia-capable, or text chat sessions, video mail interactions,network conferencing sessions, and IP telephony sessions. Therefore,organized channels (media channels) and routing systems may be in placefor handling these types of network interactions or events. In anotherembodiment, the CRM system does not directly address agents (endpoints),but instead connects to a service provider's media services (e.g.,Genesys® T-Server™ for voice, Genesys® Interaction Server™ formultimedia) through a CRM adapter. Likewise, one or more Internetservers (not illustrated) may be provided to host certain networkinteraction like chat or Web-meetings. Such server may be assumedpresent in this example and provided within the domain of Internet 207,which includes that of LAN 218 when connected online.

Among other services, CRM system 208 may be adapted to provide automatedself-help services, Web-form services, email services, automated faxservices, and other multimedia services. Likewise, back-end data from aCRM system may include history information; statistical information;further contact information; and links to other resources.

In this embodiment, a CC/CRM adaptor system 214 is provided withincommunication center 210 and is adapted to integrate CRM capabilitieswith agent and call-control/management capabilities at the level of anagent workstation or desktop. CC/CRM system adaptor 214 is adapted toprovide integration between CRM system 208 and CTI-T-S capability(processor 215) using one or more dynamic agent state models 213. Asnoted above, the models 213 represent a collection of agent modelsrepresenting individual agents and agent capabilities and work taskassignments of those agents assigned to the domain of system 214, or inthis case, agents that are available through contacting communicationcenter 210.

Within system 214, preferably contact-center function and management isabstracted as well as CRM service function and management so that theymay be simultaneously managed and monitored in a convenient agent userinterface with graphic display capability at the agent level. CRMadaptor system 214 has a parent application (not illustrated) thatcommunicates with client applications distributed to agent stations. Aninstance of interaction control/agent control (IC/AC) and CRM clientinterface 228 a is provided within the domain of agent workstation 223and is executable, e.g., as a software instance from the desktop ofcomputer 223. A similar instance of IC/AC/CRM 228 b is provided withinthe domain of station 223 and is executable, e.g., as a softwareinstance from computer 557.

By executing and running instance IC/AC/CRM instance 228 a, an agentoperating at station 223 can receive voice and media events and at thesame time provide CRM services to callers or interaction participants ina way that follows the agent status model of that particular agent. Theagent status model for station 223 defines the agent, and preferably all(or at least some) of the communication capabilities of the agentincluding all of the CRM services available to customers of the agentand to the agent related to those customers. In addition, the model foran agent preferably includes dynamic call and session managementincluding current agent state and presence over a plurality of mediachannels including live voice channels. Client instance 228 aeffectively bridges CRM and CTI-related services particular to agentmodel, customer definition, and event purpose using both manual and, insome cases automation to select or provide services and data needed toenhance the transactional experience for both the agent and caller.

An agent operating, for example, at station 223 may receive telephonevoice call events from PSTN 202 by way of routing through CSW 211 andinternal telephone wiring 217. The presence of these calls in the systemis noted and recorded at CTI/T-S processor 215, which has connection toCC/CRM adaptor 214 over the LAN. In one embodiment, a direct data link(bridge) may be provided between CTI/T-S processor 215 and adaptor 214.CC/CRM adaptor 214 prompts CRM system 208 when a communication eventrelevant to agent station 223 is being routed.

During routing, the telephone call is routed to agent telephone 224while data about the call is routed over LAN 218 to computer 225 and isdisplayed, often ahead of pickup of the telephone call. The earlierprompt or request made to CRM 208 by CTI/T-S processor 215 maybe aninitial machine-to-machine request using hypertext transferprotocol/simple object access protocol (HTTP/SOAP) asking CRM 208 to beready to send data about the caller to agent desktop 225 using HTTPprotocols, in this case via a network-access path defined by access line216 and LAN 218 and IPR 221, which routes the connection. CRM 108 may bein a state of monitor, or always connected to the main system whereinconnections to agent desktops are automatic.

In a typical operating scenario, CRM 208 stands ready and waits for arequest from the agent operating station 223. In this scenario, dataabout the call and caller may arrive at computer 225 before the call ispicked up at telephone 224. The agent may then use IC/AC/CRM instance tosend a request for specific services and/or data to be available at thedesktop when the agent picks up the call. CTI telephony call transferservices and multi-party connecting may be leveraged, for example, asexamples of CRM service solutions provided by CRM server 208. CRM server208 may be prompted to deliver a solution implemented at CSW 211, like amultiparty-bridged connection or meeting wherein the agent initiates theconnection and then drops out to take a next call.

In another embodiment, data network telephony (DNT) callers may contactcenter 210 using soft phones (IP-based) or Internet-capable cellulartelephones, smartphones, tablets, or other such devices. In thesescenarios, there may be more media channels available to the interactionlike messaging, chat, email, and so on. In a pure DNT sense, IPR 221 maynotify CC/CRM adaptor of an event for station 223 such as avideoconference using a host server (not illustrated). CRM also may setup the initial space and format for the conference for the agent and theagent may add specific contacts provided by CRM server 208, which may bevisible in an interactive list on the agent's desktop interface. Anagent may interact, and may bring in new media channels and capabilityto the instant interactions dynamically.

Preferably, the agent status models 213 are updated during activityperiods and are rendered in a state of inactive or non-accessibilitywhen the associated agent is not available for communication. When anagent comes online, his or her agent status model is activated and he isthen ready for interaction. CC/CRM adaptor 114 and the agent instance ofIC/AC/CRM 228 a, for example, are both charged with reporting state datato appropriate destinations.

Agent stations 223 and 223 are not required to be located within acontact center. As illustrated, a remote agent may use his or her owntelephone line and an Internet or prevailing WAN or MAN connection aslong as his or her telephone calls are routed from CSW 211. A roamingagent 229 is illustrated in this example with a wireless connection to230 LAN 218. Agent 229 may also practice the invention using his or herwireless access connection to LAN 218 and a cellular telephone. Again,preferably all telephone calls are routed through CSW 211 or a similarCTI-enhanced switch.

Adaptor 214 may be a soft adaptor running in CTI/T-S processor 215, orin IPR 221, or in some other connected host. Moreover, CRM system 208may be provided as a third-party service or a CPE implement.

Typically, the contact center includes an agent interaction layeradapted to provide abstraction of communication center data and CTI dataabout any particular agent. The abstracted data is used to provide andto update agent status that is represented within CC/CRM adapter 214 inthe form of an object model.

One or more functions of a technology platform such as described abovemay be implemented in a “cloud-based” architecture. Cloud computing is amodel of service delivery for enabling on-demand network access to ashared pool of configurable computing resources (e.g. networks, networkbandwidth, servers, processing, memory, storage, applications, virtualmachines, and services) that can be rapidly provisioned and releasedwith minimal management effort or interaction with a provider of theservice. Available services models that may be leveraged in whole or inpart include: Software as a Service (SaaS) (the provider's applicationsrunning on cloud infrastructure); Platform as a service (PaaS) (thecustomer deploys applications that may be created using provider toolsonto the cloud infrastructure); Infrastructure as a Service (IaaS)(customer provisions its own processing, storage, networks and othercomputing resources and can deploy and run operating systems andapplications). A cloud-based platform may comprise co-located hardwareand software resources, or resources that are physically, logically,virtually and/or geographically distinct. Communication networks used tocommunicate to and from the platform services may be packet-based,non-packet based, and secure or non-secure, or some combination thereof.

More generally, the techniques described herein are provided using a setof one or more computing-related entities (systems, machines, processes,programs, libraries, functions, or the like) that together facilitate orprovide the described functionality described above. In a typicalimplementation, a representative machine on which the software executescomprises commodity hardware, an operating system, an applicationruntime environment, and a set of applications or processes andassociated data, networking technologies, etc., that together providethe functionality of a given system or subsystem. As described, thefunctionality may be implemented in a standalone machine, or across adistributed set of machines.

As noted above, the front-end of the above-described infrastructure isalso representative of a conventional web site (e.g., a set of one ormore pages formatted according to a markup language).

Client devices access service provider infrastructure as described toretrieve content, including HTML, media players, video content, andother objects. A typical client device is a personal computer, laptop,mobile device, tablet, or the like. A representative mobile device is anApple iPad® or iPad5, iPad Mini, an Android™-based smartphone or tablet,a Windows®-based smartphone or tablet, or the like. A device of thistype typically comprises a CPU (central processing unit), such as anyIntel- or AMD- (or other) based chip, computer memory 304, such as RAM,and a flash drive. The device software includes an operating system(e.g., Apple iOS, Google® Android™, or the like), and generic supportapplications and utilities. The device may also include a graphicsprocessing unit (GPU), and a touch-sensing device or interfaceconfigured to receive input from a user's touch. The touch-sensingdevice typically is a touch screen. The mobile device comprises suitableprogramming to facilitate gesture-based control, in a manner that isknown in the art. The client is not limited to a mobile device, as itmay be a conventional desktop, laptop or other Internet-accessiblemachine running a web browser (e.g., Internet Explorer, FireFox, Safari,Chrome or the like. Content retrieved to the client may be rendered in abrowser, within a mobile app, or other rendering engine.

Enhanced Routing Techniques

In the context of a content center (or, more generally, a customerinteraction management platform), routing refers generally to theprocess of sending an interaction to a target. A routing “strategy”instructs how to handle and where to direct interactions under differentcircumstances. In addition to selecting the target, the notion ofrouting may also include determining interaction characteristics such astype (voice, email, chat, etc.), priority, customer segment, servicetype, target SLA, etc.). Routing strategies may be created in adevelopment environment, using a tool such as Genesys® InteractionRouting Designer (IRD), where users can test, modify, and load routingstrategies. Genesys Universal Routing Server (URS) is a server thatexecutes routing strategies so developed and, in particular, usingrouting strategy instructions. The techniques below may be implementedin or in association with contact center agent assignment logic. Moregenerally, the contact center agent assignment mechanism may implementone or more various agent mechanisms including, without limitation,skills-based routing, business priority-based routing, share agent byservice level-based routing, cost-based routing, and other knownmechanisms. The contact center agent assignment mechanism may then beaugmented to include one or more of the enhanced routing techniques thatare described in this disclosure. A representative but, non-limitingplatform that implements such agent assignment functions is Genesys®Orchestration Server (ORS). This server provides session-based routingand integrates this and other back-end contact center functions withother contact center systems, servers, programs and processes.

Any of the herein-described functions may be implemented within anenterprise environment, within a cloud-based environment, or within ahybrid (a combination of cloud and enterprise) environment.

The following sections describe the various routing (contact-to-agentassignment) methods or strategies that may be implemented to provideenhanced agent assignments (or, more generally, to augment such existingagent assignment mechanisms) according to this disclosure. As notedabove, these routing methods are sometimes referred to herein as“dynamic customer segmentation,” “adaptive business objective routing,”and “case routing.” This nomenclature is provided for descriptivepurposes only and should not be deemed limiting. As one of ordinaryskill will appreciate, two or more of the above-described routingtechniques may be used with one another. Thus, in one embodiment, thedynamic customer segmentation strategy is implemented in associationwith the adaptive business objective strategy or with case routing. Inanother embodiment, the adaptive business objective strategy isimplemented in association with case routing. Yet another embodiment isto associate (combine) all three of the above-described strategies. Therouting strategies may be carried out in whole or in part, orconcurrently or sequentially. More generally, two or more of theserouting strategies may be implemented asynchronously with respect to oneanother, or synchronously with respect to one another. These may beconfigured or specified using a development/configuration tool such asdescribed above.

Anticipatory Dynamic Customer Segmentation Routing

As is known, when a customer seeks to get in touch with a contactcenter, typically the contact center applies policies in accordance witha current customer segment (or association), such as Gold, Silver,Bronze, or the like (regardless of the manner in which the segments maybe designated). According to one embodiment, the customer segmentreflects the “value” of the customer to the company, where a higherranking typically implies a preferred/enhanced level of care or service(a “service level”). In this regard, the customer segment identificationmay be deemed to be identification of a service level desired to beprovided to customers belonging to the customer segment. For example, aSilver customer's call might be connected to an IVR system while a Goldcustomer's call might be directly connected to a live agent. Also,different business objectives may be identified for an interaction witha customer depending on the customer segment identification. Suchbusiness objectives may relate to customer satisfaction and/or businessoutcome. For example, the business objective for a silver customer maybe to achieve a certain NPS score, and/or closing a deal on a particularbusiness opportunity offered to silver customers. The business objectivefor a gold customer may be to achieve an even higher NPS score, and/orclosing a deal on a business opportunity offered to gold customers.

Current customer segmentation in a contact center such as describedabove is relatively static, and it generally takes into account presentand potential future customer value for the company. In existingsystems, the customer's segment association, if it is evaluated at all,is generally reviewed (and potentially adjusted) after-the-fact; inparticular, in accordance with the outcome of a given (past)interaction. According to such existing systems, any new segmentassociation then becomes effective for a future interaction.

According to a dynamic customer segmentation scheme according toembodiments of the present invention, a customer's service level ispotentially adjusted proactively, such as, for example, in advance of aparticular new interaction (or set of new interactions), or in real-timeduring an interaction itself. According to one embodiment, a dynamiccustomer segmentation process is invoked in response to detecting acurrent interaction with the customer. The interaction may be an atomicinteraction or an interaction related to a particular case. One or morestatic and/or dynamic factors may be taken into account in proactivelyadjusting the customer's service level. For example, one or more of thestatic and/or dynamic factors may be taken into account to advance(promote) a customer from a current segmentation status (e.g. as storedin a customer record), to some higher (e.g., a next higher) segmentationstatus.

According to one embodiment, an anticipated outcome of a pendinginteraction may predicted based on, for example, one or more dynamicfactors, to advance, or not, the associated customer segment, at thebeginning of interaction processing. For example, an a-prioridetermination is made as to whether treating, for example, a silvercustomer as, for example, a gold customer, may very likely lead to anoutcome (e.g. acceptance of an offer associated with a businessopportunity), which would actually match the criteria for the customer'sgold classification. If the chance of success is above a particularthreshold value, a silver customer may be treated as a gold customerand, according to a business objective set for gold customers, bepresented with a business opportunity that, in some instances, wouldotherwise not have been presented to him/her as a silver customer.

Static factors that may considered in reassessing customer segment mayinclude, for example, one or more of: changes in a customer's profile,changes in a customer's set of the business, changes in criteria appliedby the business, a person's anticipated actual influence (for socialmedia interactions) based on the person's prior interactions with thecontact center or web monitoring history, etc., and others. For example,a customer with a potential to have a high influence in his or hersocial media network may be promoted in his customer segment.

With respect to changes in the customer's profile, the customer may havemoved, for example, to a more prestigious geographic location, may haverecently bought a home, may have changed his/her marital status, and/ormay have changed his job/salary, all of which may be considered asfactors in moving the customer up or down in customer segment.

With respect to changes a customer's set of the business, the enterprisemay change the list of criteria/attributes within the customer modelthat are used to assess customer segment. For example, the enterprisemay add or remove a “klout score” (social media popularity/influence) asa factor to be considered, and/or remove a factor such as “owns TV”because such factors are no longer differentiators for giving differenttreatments.

With respect to changes in criteria applied by the business indetermining customer segment, the enterprise may have a newcriteria/rule for different customer segments (gold, silver, andbronze), based on regulations (e.g. Basel 3 for banking), orre-assessment of previous criteria (e.g. a previously bad/high-riskliving location may gradually become good), or new statistical findings(e.g. different correlation between sex/age and car driving safety).

Exemplary dynamic factors that may be considered for reassessingcustomer segment may include, without limitation, new businessoffering(s) that might be of interest for the given customer,cross-/up-sell opportunities during a given interaction (which maydepend on interaction/media channel), the availability of (e.g., highly)skilled agent for the cross-/up-sell offer being at the same time a goodmatch for the given customer, and other side-effects of a giveninteraction, such as visibility to a social media community or the like.With respect to new business offerings, particular services or productswith associated criteria for gold/silver/bronze customers may beidentified, during the current interaction, as being of interest to theparticular customer. For example, the customer may expressly indicateinterest in the service or product. The customer may be reassigned to acustomer segment based on the identification of such product and/orassociated criteria. The re-assignment may be, for example, a generalre-assignment, or on a per (sub-) set of offering.

With respect to cross-/up-sell opportunities, a conversation between anagent and customer may go well, and could open an unexpected opportunityfor a promising cross-/up-sell, but only if the customer were treated asbelonging to a higher segment (e.g. silver customer treated as gold). Inthis instance, the customer may dynamically be reassigned to the highercustomer segment.

With respect to availability of (e.g. highly) skilled agents for across-/up-sell, those agents may be reserved for treating calls fromgold customers. A particular one of the reserved agents may be deemed tobe a good fit for handling a current interaction with a particularsilver customer. In such case, the silver customer may be treated as agold customer, and the pending interaction for that customer may berouted to the reserved agent.

According to one embodiment, a new interaction with the customer maytrigger the re-assessment of the customer segment based on one or moreof the above-described static and/or dynamic factors, prior todetermining how the new interaction should be handled. While typically amain use case for dynamic customer segmentation is “promotion”—by whichthe customer is promoted to a next higher customer segment, one of moreof these triggers (typically dynamic reasons) may be reasons fordemoting a customer to some lower (e.g., a next lower) segmentationstatus than what is stored for the customer in his or her customerrecord. Dynamic reasons for demotion may include, for example, knowledgethat the agents that are currently available to serve the customer arenot a good fit given the current customer segment, a high interactionrate with a customer who is poised to pass the given customer inranking, unavailability of a best fit media channel for a givencustomer, and/or others.

In one embodiment, one result of a demotion in customer segment may bethat a business opportunity associated with the higher customer segment,is bypassed. Thus, if an agent who is not a good fit for the currentcustomer segment handles the interaction with the customer, demoting thecustomer to a lower customer segment prior to such agent handling theinteraction may prevent the agent from presenting a businessopportunity, which, if presented by the particular agent, would likelyhave not resulted in success.

According to one embodiment, for an incoming interaction, the routingstrategy starts with the a-priori re-assessment of the customersegmentation in response to receipt of the incoming interaction.Depending on the outcome, a treatment of the dynamically determinedsegment is then applied going forward for some time period, over someconfigurable set of interactions, and so forth. As described above, there-assessment (or initial assessment) may consider one or more staticfactors (unrelated to the given new interaction(s)) and/or one or moredynamic factors (specific circumstances of a given interaction), orcombinations thereof.

In one implementation approach, the customer segment evaluation prior toprocessing an outstanding interaction comprises computation ofprobabilities of all (or a defined subset) of possible business resultsof a given interaction. If the probability for a business outcome thatwould put the customer in a higher-ranked segment is above a configuredthreshold, then the interaction is treated in accordance with thishigher-ranked segment. Once the probabilities are processed, thecustomer's service level is adjusted (promoted or demoted) accordingly.As noted above, the promotion or demotion of the customer's servicelevel may be on a per-interaction basis, or more long-lasting. Theservice level adjustment may be applied both to inbound (initiated bycustomer) as well as outbound (initiated by contact center)interactions, as well as to different media channels (such as voice,email, chat, web browsing and social media). Also, once promoted (ordemoted) to a customer segment, first and second business objectives forthe new customer segment may be evaluated in selecting an agent tohandle the interaction. According to one embodiment, an agent with ahigher likelihood of success of handling the first business objectivemay be selected over a second agent with a lower likelihood of successof handling the second business objective, even if the value of thefirst business objective is lower than the value of the second businessobjective.

FIG. 7 is a flow diagram of a process for dynamic customer segmentationaccording to one embodiment of the invention. The process may beimplemented by a processor based on instructions that are stored inmemory. A person of skill in the art should recognize, however, that theprocess may be executed via hardware, firmware (e.g. via an ASIC), or inany combination of software, firmware, and/or hardware. Furthermore, thesequence of steps of the process is not fixed, but can be altered intoany desired sequence as recognized by a person of skill in the art.

The process starts, and in step 600, the processor detects a pendinginteraction associated with a customer and retrieves an existingcustomer segment service level assessment for the customer. According toone embodiment, the detection of the pending interaction acts as atrigger to retrieve the customer segment service level. The existingsegment information may be stored, for example, in a customer profilerecord for the customer.

At step 602, the processor performs a test to determine whether are-assessment of the customer segmentation designation is to beperformed. This test may be performed periodically, or in real-time upondetecting a particular occurrence, such as, for example, upon receipt ofa new interaction request. For example, the test to determine need ofre-assessment may be performed by the routing server 20 in response toreceipt of a request from the call server 18 to route a pendinginteraction.

If the outcome of the test at step 602 is negative, the routine returnsand cycles. If, however, the outcome of the test at step 602 ispositive, the routine continues at step 604 to perform the re-assessmentin the manner described above. The re-assessment may use one or more ofthe static or dynamic factors, or some combination, and may be based onanticipated outcome of the pending interaction that the customer isabout to engage in. In this regard, in performing the re-assessment, theprocessor may be configured to determine the chances of successfullyachieving a business objective, which may be a business objective forthe current customer segment, a next higher-ranked segment, and/orlower-ranked segment. According to one embodiment, a rule or set ofrules are invoked to re-assess the customer segment service level. Therules may take into account the static and/or dynamic factors in orderto do the re-assessment.

At step 606, a test is performed to determine whether a service leveladjustment is required. If not, the routine returns to step 602. If,however, a customer segment service level adjustment is required as aresult of the re-assessment, the routine continues at step 608 toinitiate the adjustment (promotion to a given customer segment servicelevel, demotion to a given customer segment service level, modificationof an attribute of the existing service level, etc.). The routine thencontinues at step 610 to store the new customer segment service level.The re-assessed customer segmentation data may be stored temporarily(e.g., without modifying the customer segment information in thecustomer record). In another embodiment, the current customersegmentation information in the customer record is replaced with there-assessed customer segmentation data.

According to one embodiment, the adjustment of the customer segmentservice level causes an interaction with the customer (e.g. atomicinteraction or a task associated with a case), to be processeddifferently (e.g. with a different level of service, different businessobjectives, etc.) than the processing prior to the adjustment. Forexample, the skill set of the agent handling the interaction may differ,priority in which the interaction is handled may differ, businessopportunities presented to the customer may differ, and/or the like.

According to one embodiment, if the re-assessment is temporary, thecustomer reverts back to the customer segment that is stored in thecustomer record after the current interaction (or a discrete number ofinteractions) is over.

Adaptive Business Objective Routing

Typical current contact center interaction routing (agent assignment)assumes that the business objective (BO) to be achieved for the giveninteraction/activity is analyzed and defined at an initial stage ofinteraction processing and fixed. Using the existing, fixed BO, theagent routing logic generally tries to find the best matching agent forthe particular BO. If the best matching agent is not available, thematching requirements are relaxed until an available agent is found. Oneof the drawbacks of this approach is that the BO (e.g., anup-/cross-sell) might be addressed at a low quality level (i.e., by aless qualified agent) and thus might lead to customer dissatisfaction(failure of the BO or reduced likelihood of future success with theparticular customer).

According to one embodiment, instead of relying upon a fixed BO duringthe agent assignment process, an adaptive business objective routingstrategy adjusts the business objective where necessary so as tominimize the opportunity for customer dissatisfaction in the event anappropriately-skilled agent is not available to handle an inboundinteraction. According to one embodiment, the business objective may becomposed of several elements or factors: (1) a primary reason for theinteraction, typically as determined by a chosen interaction channel (aspotentially refined through an IVR dialog); and (2) a set of businessopportunities (e.g., cross-/up-sell offers).

According to one embodiment, a reason for the interaction may beidentified expressly or implicitly according to various mechanisms. Forexample, a call reason may be inferred based on the customer'sinteraction with the IMR server 34 (FIG. 2). For example, the IMR server34 may be configured to ask the customer an open-ended question toelicit information on the reason for the call. For example, the IMRserver 34 may be configured to ask “How can I help you?” The customermay answer by speaking a reason for the call, such as, for example, “AmI eligible to upgrade my phone?” According to one embodiment, the phraseuttered by the customer is analyzed by the speech analytics module 40and the call is then categorized into a particular category, such as,for example, an “upgrade eligibility” category. In other embodiments,the question asked by the IMR server 34 is not open-ended, but limitsthe caller's response to, for example, a particular subject. Of course,the IMR server 34 may also be configured to function as a traditionalIVR where the customer is provided a list of reasons for the call, andthe customer presses a number that matches his or her reason for thecall. The call reason may be deduced from the particular number pressedby the customer.

In other embodiments, a call reason may also be deduced based on othermodalities, such as, for example, the customer's interactions usingother communication channels, such as, for example, the Web, retailshops, email, chat channels, mobile applications, social media channels,and the like. Multi-channel analytical solutions such as, for example,Genesys Text Analytics offered by Genesys TelecommunicationsLaboratories, Inc., may be used to analyze a customer's previousengagement to identify a previous problem and/or needs before connectinga current call to a contact center agent. For example, a customer may bebrowsing a company web page relating to “Flying with Pets Policy” whenthe customer selects a “speak with an agent” option. Information on thepage being browsed may be transmitted along with the request to speakwith the agent, and from the transmitted information it may be inferredthat the customer's reason for wanting to speak with the agent isrelated to “Flying with Pets.”

With respect to identifying business opportunities as part ofidentifying business objectives for the contact center, such businessopportunities may be identified based on criteria such as, for example,knowledge of the customer, current business goals, and the like.Exemplary business opportunities may include credit card upsell,contract renewal upsell, and/or the like. According to one embodiment,business opportunities for a particular customer are identified based onthe customer′ profile and currently available matching businessofferings. According to one embodiment, business opportunities may beidentified based upon customer segment identification (which may bere-assessed prior to handling the current interaction as discussedabove).

According to one embodiment, a purpose or goal of a business opportunityis to maximize business outcome and/or customer satisfaction. A desiredbusiness outcome may vary from organization to organization, and/or fromtime period to time period. For example, the organization may have aglobal target for a particular NPS (net promoter score), sales,collection, and/or profit. More specific goals may then be set fordifferent product lines, business units, and/or the like. For example,sales based business opportunities may have goals relating to conversionrate, revenue, and sales, while service based opportunities may havegoals relating to customer effort, NPS, and/or the like.

According to one embodiment, after a BO is identified that is deemed tobe important to the contact center due to its potential to maximizebusiness outcome and/or customer satisfaction, the routing logic triesto find a best matching agent for addressing both parts of the BO(reason for the interaction and the identified business opportunity).According to one embodiment, the assignment logic (e.g. routingstrategy/logic) searches for agents having the skill set (e.g.qualification, certification, etc.) identified for the BO. If no suchagent can be found, then, according to one embodiment, the BO isadjusted, e.g., by selecting a second best BO (e.g. with the same reasonfor the interaction but second best in terms of business outcome) forthe given customer. The second BO may be deemed to be of lesserimportance to the contact center relative to the first BO due to itslesser potential to maximize business outcome and/or customersatisfaction. The process is then repeated until an appropriate agent isfound to handle the interaction according to the (possibly-adjusted) BO.

According to one embodiment, even if a suitable agent for handling theBO is identified, evaluation of a likelihood of success of theparticular agent with respect to the particular BO may be low, or lowerthan the likelihood of success with respect to the second best BO. Inthis scenario, the second best BO may be selected to be acted uponinstead of the first best BO.

When the process completes, the customer's profile is updatedaccordingly to reflect the actual BO used. At the next interactionopportunity (i.e., the next time the customer interacts with the contactcenter), a new attempt may be made to address the top BO.

In a representative implementation, and given the interaction channels,the customer profile, and the set of offers, a set of businessobjectives are identified for the customer in response to detecting apending interaction with the customer. During the agent selectionprocess, the routing logic seeks to find a best matching agent foraddressing both the primary reason for the interaction and theidentified business opportunities, and begins, according to oneembodiment, with a first (e.g. best or highest ranked) businessobjective. If no agent is available to address both the interactionreason and the currently identified business objective, a next best BOis used, and so on until an appropriate agent is found to handle theinteraction according to the (potentially-adjusted) BO.

According to one particular implementation, a rank R_(ik) is assigned toeach pair of i^(th) BO (I=1 . . . N) and an available agent (k=1 . . .M). The rank may be related, for example, to a business outcome (e.g.,profit) that may be achieved from an interaction with certain BO byagents of certain skills. For example, a BO projected to produce aprofit of $100 may be ranked higher than another BO projected to producta profit of $80. According to one embodiment, in addition to businessoutcome, a probability of success of achieving the business outcome bythe particular agent is also considered in assigning the rank to aBO/agent pair. The probability of success may be determined, forexample, based on the agent's historical performance with respect to theBO. According to one embodiment, the rank may be calculated based on acalculation of an expected value as is commonly understood in the fieldof probability theory. In one embodiment, the expected value is used asthe rank.

According to one embodiment, the expected value may be a weightedaverage of all possible business outcomes for the particular agent. Inone example, the expected value E(X) may be calculated and used asfollows. Each BO has a value S in case of success. S may depend also ongiven customer and other factors. In some examples, a loss value L mayalso be introduced. In most cases L is 0, but may also be positive (ifjust the attempt itself has a positive effect) or negative (if thefailed attempt has negative impact on future business with thecustomer).

Each X=BO/Agent combination has a probability P of success, depending onagent's abilities to “sell” the BO to the given customer in the givensituation. Then:

E(X)=P*S+(1×P)*L

According to one embodiment, the expected value E(X) is calculated forall possible BO/Agent combinations, and the one with the highest valueis chosen.

According to one embodiment, all possible ranks and/or expected valuesmay be defined in advance or estimated during runtime, e.g., based onrecent contact history. For every interaction that is waiting to berouted to an agent, a set of both business objectives and availableagents are obtained. A best interaction-agent match is then selectedaccording to a maximum of ranks.

The resulting interaction (between the selected agent and the BO, asadjusted) will then be presumed to occur to potentially maximize thebusiness outcome while avoiding customer dissatisfaction.

The phrase “business objective” is not intended to be limited to anyparticular product implementation.

A generalization of this approach is to estimate a likelihood ofachieving the given business objective by a particular agent for acurrent customer; if the likelihood is below a configurable thresholdthen the process moves on to try to satisfy a next best businessobjective.

If all anticipated outcomes are below the threshold, one or morepossible follow-up strategies may then be evaluated. These include,without limitation, selecting a business objective that is closest tothe threshold, applying one or more weights to the business objectiveand then making a selection, routing based on the initial reason for theinteraction without further adjustment according to business objective,and so forth. All of these variant scenarios are within the describedsolution.

FIGS. 8A-8B are flow diagrams of a process for adaptive businessobjective routing according to one embodiment of the invention. Theprocess may be implemented by a processor based on instructions that arestored in memory. For example, the process may be implemented by asoftware module running in the routing server 20. A person of skill inthe art should recognize, however, that the process may be executed viahardware, firmware (e.g. via an ASIC), or in any combination ofsoftware, firmware, and/or hardware. Furthermore, the sequence of stepsof the process is not fixed, but can be altered into any desiredsequence as recognized by a person of skill in the art.

The routine begins, and in step 700, the processor detects a pendinginteraction with the customer (e.g. atomic interaction or a taskassociated with a case), and identifies or retrieves the businessobjective data as described above, including, for example the expressedor deduced reason for the interaction, and a first identified businessopportunity with respect to the customer.

In step 702, the processor begins the agent selection process. In thisregard, the processor may interact with the statistics server 22 foridentifying availability of agents having skills that a commensurate tothe identified business objective. The skill level of each of theidentified agent may also be identified.

In step 704, the processor determines whether agents that are fit tohandle each of the identified business objectives have been found. Suchfit may be based on not only availability of the agent, but also how theskill level of the agent identified as having the appropriate skills,compares to the skill level that is deemed to be appropriate forhandling the particular business objective. If the skill level of theagent is above a threshold level identified for the business objective,the agent may be deemed to be the right fit for the business objective.

In step 706, one or more of the matching agents are assigned to thebusiness objective.

If, however, the outcome of the test at step 704 is negative (nomatching agent for addressing the current business objective can belocated), the routine continues at step 708 to identify a next businessobjective. The next business objective may identify a second businessopportunity with respect to the customer.

Once the set of business objectives and matching one or more agents areidentified, the process proceeds to select a BO-agent pair based on anassigned rank of the BO-agent pair as depicted with respect to FIG. 8B.In this regard, in step 800, the processor selects a first BO-agentpair, and in step 802, assigns a rank (which could be just the expectedvalue) to the pair. According to one embodiment, the rank may be basedon identification of a business outcome and probability of success bythe particular agent in achieving the business outcome. According to oneembodiment, an expected value for the business outcome is calculated andused to assign the rank.

According to one example, a first BO may have an expected businessoutcome of $100, while a second BO may have an expected business outcomeof $80. However, a first agent identified as a match for handling thefirst BO may be identified, based on past performance in handling thefirst BO, as being 40% successful for the first BO. A second agentidentified as a match for handling the second BO may be identified,based on the second agent's performance in handling the second BO, asbeing 80% successful for the second BO. According to one embodiment, theprocess assigns a rank to the second BO-agent pair that is higher thanthe rank assigned to the first BO-agent pair. In this regard, theprocess deems it more valuable to pursue the second BO, although not thebest in terms of business outcome, instead of the first BO.

In step 804, a determination is made as to whether there are moreBO-agent pairs to rank. If the answer is NO, the processor evaluates theassigned ranks and, in step 806, selects the BO-agent pair with thehighest rank.

In step 808, the pending interaction is routed to the agent of theselected BO-agent pair. In this regard, the call routing server 20 maytransmit instructions to the call server 18 identifying an address ofthe agent device to which the interaction is to be routed.

In step 810, the agent is prompted to pursue the business objective. Forexample, the deduced reason for the interaction may be displayed on theagent device, and the agent may, upon seeing such reason, address thecall reason with the customer. The processor may also display a promptto present a business opportunity included in the BO, to the customer,along with scripts to help guide the agent in presenting such businessopportunity. As a person of skill in the art should appreciate, thebusiness opportunity that is presented by the particular agent may notnecessarily be the one with the highest yielding business outcome.

According to one embodiment, the business objectives may be associatedwith a particular customer segment. In this regard, the customer mayfirst be dynamically reassigned to a particular customer segment priorto determining which business objectives to consider in selecting anappropriate agent.

Case-Based Routing

Embodiments of the present invention are directed to case routing asopposed to atomic interaction routing. In one embodiment, case-basedrouting may be seen as taking a holistic view on the entire case byconsidering the past steps, a next step, and anticipated future steps ofthe case, and selecting an agent based on this holistic view. In thisregard, a routing routine attempts to select an agent who is familiarwith the pre-context of the case, has skills to perform anticipatedfollow-up processing steps, and/or one that is engaged with potentiallyrelated other interactions with the given customer. In this regard, theselected agent is one who is deemed to be a good fit for the entirecase, or at least for a certain subset of tasks associated with thecase.

According to one embodiment, customer segmentation may also be adjustedproactively in advance of handling one or more steps (tasks) of aparticular case. The mechanism may be similar to adjusting customersegmentation for atomic interaction routing that is described above.

According to one embodiment, the agent that is selected to route the oneor more steps of a particular case may be based on business objectivesof the contact center/enterprise. According to one embodiment, the agentwho is has the highest probability of maximizing the business outcomewhile avoiding customer dissatisfaction is selected as described infurther detail above.

FIG. 9 is a block diagram of a contact center solution suite (such asGenesys®) 804 that is integrated with a CRM enterprise service andmarketing application (such as Salesforce.com®, or Oracle® Siebel®) 802.The identified products/systems are provided for descriptive purposesbut are not intended to be limiting. Thus, in an alternative embodiment,the logic of case routing may be implemented outside of the CRM context,e.g., in Genesys® Orchestration and Conversation management.

An integration of this type allows enterprises to leverage the synergyof two critical functions, namely, the management of customer data(through the CRM system), and the management of real-time interactions(through the contact center). Through a seamless integration of CRM andcontact center solutions, enterprises can offer their customers' choiceof access options such as e-mail, fax, Web chat, work item, andtraditional voice. Customer interactions are handled in real-time, andthey are automatically prioritized, matched, and assigned to the bestavailable resources, e.g., based on the customer need, history, class ofservice, and business rules. Preferably, the contact center solutionprovides contact center software, predefined routing strategies andtemplates, installation and ongoing support. To this end, the platformpreferably provides SIP-based functionality (to enable agents to belocated wherever they are needed, thereby freeing the contact centerfrom PBX constraints), business-based interaction routing (to enablecustomers to be connected to the right agent, preferably using routingtemplates configured to the customer's business needs), and real-timeand historical reporting (to enable tracking of customer service).

The above-described platform is extensible to enable an additionalrouting strategy that is referred to herein as “case routing.” Thisrouting strategy is described below using an example implementation.

Preferably, the integrated system (e.g., based on the Siebel® desktop,although this is not a limitation) uses a single agent interface forboth CRM and customer interaction management. A single agent login tothe desktop enables the agent access to embedded e-mail, chat and workin the Siebel desktop, removing the need to toggle between applications.The approach provides for a single point of real-time management forinbound call handling, e.g., through the Siebel CRM interface. Tofacilitate the techniques of this disclosure, in one embodiment thecontact center routing mechanism leverages Siebel CRM data Customer (or“case”) records 805 that preferably are attached to every interaction(voice, e-mail, work item, etc.), including transfers between agents,reducing handling time. Other CRM systems may use other nomenclature inlieu of a “case,” and the techniques should be viewed as applying tosuch other CRM-based environments irrespective of the particularnomenclature adopted. Preferably, imported and real-time updates of CRMcontact lists drive contact center-based outbound campaigns, therebyincreasing transaction opportunities and upload of campaign results. Theintegrated system also provides for real-time intelligent routing forcontent management for all types of content including, withoutlimitation, documents, faxes, web forms, images, etc., as well asreal-time workflow optimization, such as service requests, customerorders/fulfillment, and provisioning. By providing customer centeragents with a complete view of customer data, more personalizedcross-channel conversations are enabled. The integrated approachfacilitates real-time handling of customer requests, preferably based oncustomer class of service, needs, history and profile. The unifieddesktop approach also greatly reduces operating costs and increasescustomer responsiveness.

The contact center may provide an application programming interface(API) or SDK (Software Development Kit) by which the CRM providerintegrates the CRM system. For example, the contact center may provide aCustomer Interaction Management (CIM) platform that exposes scalablesoftware modules with service-enabled APIs that allow third parties tointegrate CRM systems, services and software. Applications communicatethrough an abstraction layer or through Web services, or throughlow-level (fine-grained) interfaces. As described above, and in analternative embodiment, the CRM system is part of the contact centeritself.

In the prior art, the contact center implements one or more types ofagent-based routing, such as skills-based best available agent routing.According to this routing strategy, this prior technique is enhanced totake into consideration case-based information. In “case-based” routing,the decision about which agent should receive a particular interactionfor processing within the context of a contact center is determined atleast in part on a “case record,” e.g., (in an CRM embodiment)associated with a CRM-sourced interaction. Thus, CRM system or servermodels a customer support interaction (between one of its customers andthe system) as a “case.” A case (or “ticket” or “work item”) has anassociated case record having given information identifying the case,its type, an anticipated workflow (through a set of defined or orderedsteps) to potential resolution, anticipated timing, escalation paths,and the like. Depending on the CRM system from which the caseoriginates, a case may be associated with a particular templatedepending on the nature of the customer support issue.

In case routing, a case record (or information therein) associated witha case is used to determine which agent in a set of agents in thecontact center should be identified to undertake additionalwork/processing of the case. As will be seen, a best or target agenttypically is selected based on one or more factors, such as an identityof a particular next interaction or step in the processing of the case(as defined by the case workflow), one or more anticipated futureinteractions for the given case and that should preferably be handled bya same agent, the existence of one or more previously-performedinteractions for the case, including whether any such interactions havebeen re-opened, remaining completion time for the case, and the like.Preferably, when the case routing strategy is implemented, an entirecase record (or some material portion thereof) is taken into account indetermining which agent of a set of agents should be identified as atarget for an inbound contact associated with the case.

In case routing, and instead of routing individual interactions (e.g.,voice calls, chats, e-mails, etc.) to an appropriately skilled bestavailable agent, once an interaction is associated with a particularcase, the routing of the interaction is influenced by one or morecase-based parameters. Moreover, preferably what gets “routed” is thecase itself (as opposed to the interaction associated therewith). As asimple example scenario, assume because of the nature of the case somekind of future interaction might be needed with a customer, where thatfuture interaction is triggered at a future certain and/or upon timeoutof a case idle time (or some other trigger). With case-based routing,once that trigger occurs, the “case” is routed to the appropriate agent(or to his or her queue) with the right skill and availability, and theagent then makes the necessary communication with the customer (e.g., byphone, text, email, chat or the like). With case routing, the case ispushed for handling to the agent proactively when the case-based triggeroccurs, and this reduces the likelihood that the agent will ignore theinteraction (over some other interaction that the agent might desire tohandle first, although of course there will be situations wherein someother assigned interaction has a higher priority than the case). Withcase routing, preferably cases are pushed to the agents (or theirqueues) in the order they are submitted (or otherwise based on the casetriggers, or based on other priorities) and are routed to the agentswith the appropriate skills to handle those cases of that type.Preferably, and because case-based routing involves case-basedparameters, when an agent/user receives a case, (absent more higherpriority interactions that must be worked first) he or she generallyworks the case in lieu of electing to do some other interaction. Thus,in case based routing, preferably a case is provided to the agent (bybeing pushed for immediate processing, or otherwise being pushed intothe agent's workbin for being immediately pulled) for handling by theagent. Whether characterized as push or pull, the described model usedin case routing ensures that workflow associated with a CRM case isenforced rigorously, and it ensures that the target agent worksproactively to resolve the case (or to move the case to another agent oragents who can do so).

With case routing agents can communicate and otherwise interact with oneanother, and preferably multiple agents are each able to view the caseconcurrently. If an agent decides he or she will transfer a case to someother agent or entity (assuming the receiving agent can be shown to be agood fit), preferably the receiving agent/entity has the option toaccept or reject the case, and preferably cases can be escalated witha-priority so that they are worked first. If a case is updated,preferably an update is pushed to the agent that either handled thefirst interaction or is still working the case.

The case routing technique may also be implemented in the context ofassignment logic that uses a reservation approach, wherein the logicperforms arbitration among multiple request for some agent based onpriority, where priority in turn may be based on interaction age, duetime, and the like.

According to this disclosure, it is assumed that there is a mechanism(e.g., an API, a Web service, some other request-response protocol, orthe like) for passing information between the CRM system and the contactcenter server that is responsible for contact center agent selection. Acase is opened in the CRM system in the usual manner when an enduser/customer opens a ticket. A case has an associated case identifier(caseID), and it is associated with a data record, sometimes referred toherein as a case record. As noted above, typically the case record is aconstruct associated with the CRM system and identifies the case, itstype, an anticipated workflow (through a set of defined or orderedsteps) to potential resolution, anticipated timing, escalation paths,and the like. The case record may include the contact history for thecase if the case is being re-opened from an earlier interaction. Moregenerally, the case record is an object (or a case object) in anobject-oriented database system associated with the CRM. The contactcenter typically includes a contact center server API for external casemanagement to link to interactions (both active and historical) in thecontact center environment.

Preferably, the contact center reporting systems or sub-systems reporton how cases are handled. Reports may include, without limitation, howmany cases have been worked, closed, resolved, are waiting forinformation, and the like, as well as how many of each state aparticular agent worked. Case routing also may provide more granularreporting than conventional reporting of agent interactions. Thus, forexample, when a case is pushed to an agent and the agent accepts it, thetime that the agent works on this case can be monitored and reported.Once the agent returns the case (e.g., by closing or resolving it, byseeking more information, etc.) the system notes the time incurred, anda new case may then be pushed to the agent. By monitoring handlingtimes, and assuming deterministic cases with fixed processing steps, thecontact center management obtains a view into how long particular agentstake to handle a case and, if appropriate, can institute training andother remedial actions to address deficiencies. The reports may alsoindicate which agents are working the hardest cases, which agents arehandling many cases and the nature of those cases, etc. The reports mayalso indicate when an agent consults another agent with respect to thecase; if many agents are consulting with a particular agent, this mayindicate that the consulted agent has the most relevant knowledge aboutthe case type and/or that other agents need appropriate training. Whencases are transferred between or among agents, such transfers are alsoreported, once again indicating the possibility for the need foradditional agent training. Escalations preferably are reported as well,thereby helping management understand when other processes need to bechanged (depending on the nature and extent of those escalations).

Preferably, an agent that receives a case (and being an “owner” of a newcase) can access the case history associated with the caseID.Preferably, only the agent that is actively working the case (i.e., hasan active window open and in focus) is reported as time against thecase. This allows a first agent to work the case for some time periodand then not lose credit for such work when the case is transferred to asecond agent. The second agent gets the time reported only for the timehe or she is actively working the case (i.e., has an active window open,etc.). Preferably, the CRM records also reflect the same activities byeach agent or user that works the case.

Preferably, case routing does not impact or change case history. Thus,irrespective of the identity of the agent who last works the case, allagents who worked the case preferably receive credit for their work. Bymaking sure all time is accurately recorded (e.g., by monitoring openand in-focus activity windows on the agent desktops), the contact centerand/or CRM provides a comprehensive report of time spent on each case,the identity of the agents/users that worked the case, and any issues(trends, anomalies, etc.) identified.

Case routing and associated reporting in this manner can expose valuableinformation about an agent and whether his or her perceived value isbacked by actual data. As noted above, in case routing agents receivecases to handle based on case-specific parameters (and thus they cannotnecessarily pick and choose their interactions), the case routing dataprovides a much more nuanced and accurate view of an agent's activities.Thus, an agent may have a very high number of transfers and consults, ora low close-rate, etc., and such data (even if associated with whatotherwise appears to be highly-efficient agent) may indicate that theagent is actually having problems or perhaps is not working up to his orher potential (actual or perceived). The information may also indicatethat the case routing logic needs to be adjusted. Conversely, caserouting and associated reporting can also show that an agent that waspreviously considered only fair (e.g., for having a low number of closedinteractions) is now on the receiving end of transfers and consults formany of the cases, if not the hardest cases. The agent has been closedthe hard-to-work interactions that other agents had refused to pull fromthe work queue; however, now that the cases pushed based on case-basedparameters other agents are leaning on this person so that they can workthe cases they traditionally avoided.

Of course, there are merely representative examples but they show howcase routing can provide very useful information about agent work habitsthat was not otherwise available when interactions are routed to agentsin the above-described model. Preferably, the agent monitoring and casereporting statistics are generated in an automated manner; these recordsmay be parsed, once again by automated systems, to generate outputreports that identify (e.g., rank) agents by their case-handlingcapabilities.

More generally, case routing provides advantages over atomic interactionrouting by enabling the interaction to be handled by an agent that isfamiliar with the pre-context, or who has the ability to performanticipated follow-up processing steps, or who is engaged withpotentially-related other interactions with the given customer, or thelike.

Although there is no limitation regarding when case routing may beimplemented, typically it may be done more often as a back officefunction, while atomic interactions are more likely handling by thecontact center. If the contact center is operating less efficiently, itmay be desired to use case routing to help the contact center work offany backlog or otherwise reduce delay.

According to one example of implementing case routing, a worker in aninsurance company may open a case record in the CRM system 802. The caserecord may be, for example, for handling an insurance claim for a caraccident involving the customer. According to one embodiment, the caserecord identifies a workflow of anticipated steps to be taken inhandling an insurance claim. For example, the steps may includeobtaining details of the accident, determining faulty party, authorizingthe customer take the car to a bodyshop, scheduling a claims adjuster togo to the bodyshop to inspect the car, getting a report from the claimsadjuster, authorizing the bodyshop to fix the car, and making payment tothe bodyshop. As a particular step of the workflow is completed,information about the worker handling the particular step, date and timein which the particular step was handled, and the like, may be trackedin the case record.

According to one embodiment, the various steps of the workflow may behandled by one or more workers/agents of the enterprise. In this regard,an autonomous task is generated at a particular step of the workflowthat requires agent action, and the task is routed to an agentdetermined to have the skill set for handling the interaction. Accordingto one embodiment, instead of finding an agent with the skill set forhandling an immediate next step of the workflow, an analysis isperformed of one or more future steps of the workflow (following theimmediate next step) for determining skill sets for handling each of theone or more future steps at the same time that the determination is madewith respect to the immediate next step. The processor may be configuredwith logic to determine whether a single agent exists with skills tohandle more than one of the identified steps. Again, the determinationis made concurrently for all the identified steps. In this mannercontinuity may be maintained where possible in terms of agents handlingthe case. Thus, for example, if Agent 1 with skill A is available forhandling step 1, but Agent 2 with skills A and B is available to handlesteps 1 and 2, Agent 2 may be selected over Agent 1. Of course, theagent may most likely handle the two steps at different points in time.Moreover, the agent may initially just receive a task for handling theimmediate next step in the workflow, and may or may not know that he hasbeen assigned to the subsequent steps as well. Yet in some embodiments,the agent is informed of the assignment of the subsequent steps. Tasksfor the subsequent steps may be generated concurrently with thegenerating of the task for the immediate next step, or at a later time.The generated tasks may be concurrently routed to the agent, or routedat different times. If a task for a subsequent step is routed at a latertime, the processor detects that an agent has already been selected, andthus routes the subsequent task without invoking, for example, logic formaking skill determinations for identifying a best agent for handlingthe subsequent task.

In traditional interaction/task routing a best target (agent) is definedbased on:

-   -   availability, occupancy etc.    -   customer segment    -   priority    -   required skills to handle interaction of given media type    -   agent's capacity    -   customer interaction history (e.g. last agent routing)    -   additional criteria such as up-/cross-sell opportunity and        respective agent skills

According to embodiments of the present invention, a complete caserecord may be considered when selecting best matching agent for routinga case record:

-   -   particular individual interaction which is the next “step” in        case processing    -   anticipated future interactions for the given case (based on        case class/category), which should be preferably handled by same        agent    -   already performed interactions for given case, which might have        to be reopened potentially    -   remaining completion time for whole case    -   routing target is selected taking all above into account

If multiple agents are identified as being equality suitable forhandling a plurality of upcoming workflow steps, the agent that isultimately selected may depend, for example, on the skill level(s) ofthe identified agents. An agent with a higher skill level may bepreferred instead of an agent with a lower skill level.

According to one embodiment, as discussed above, instead of routing anautonomous task to the selected agent, the related case record is routedfor giving the agent context of where in the workflow the current stepbelongs, and for understanding the history surrounding the case.According to one embodiment, routing of the case may be enabled byidentifying a caseID in the task that is routed to the agent. The caseIDmay then be used to retrieve the case data from the CRM system.

According to one embodiment, the routing of an interaction or task to anagent may be triggered automatically based on parameters set for thecase, and/or parameters surrounding one or more steps of the workflow.For example, tasks may be automatically triggered based on a date/timesetting. Tasks may also be triggered based on an amount of time elapsedbetween two or more steps of the workflow, or since completion of a lastworkflow step. In this regard, the processor monitors for a triggerevent, and, in response to detecting occurrence of such trigger event,automatically generates and transmits a task associated with the triggerevent.

Combining Routing Strategies

As noted above, according to a feature of this disclosure, one orpreferably multiple ones of the above-described routing strategies areimplemented concurrently and/or in sequence. FIG. 10 illustrates variousscenarios.

The routing strategies may be implemented on a per-interaction basis, orfor multiple interactions.

As an example scenario (a), dynamic customer segmentation 900 isperformed initially, followed by the adaptive business objective routingstrategy 902.

Another example scenario (b) begins with adaptive business objectiverouting 902, followed by case routing 904.

As a second example scenario (c), dynamic customer segmentation 900 isperformed initially, following by case routing 904.

Another example scenario (d) involves concurrent and/or sequentialimplementation of dynamic customer segmentation 900, adaptive businessobjective routing 902, and case routing 904.

The sequence or ordering shown above (strategy 900, then strategy 902,then strategy 904) is not intended to be limiting. Any sequence orordering may be implemented depending on the use case. As can be seen inthis drawing, the one or more routing strategies herein are designed toaugment other routing strategies implemented in the agent assignmentmechanism.

A customer may use a web-based configuration tool or other interfacemechanism to provision or otherwise configure a custom routing strategyusing the above-identified schemes, either alone or in combination withexisting agent assignment mechanisms, such as those based onavailability, occupancy, static customer segment (static), priority,required skills to handle an interaction of a given media type, agentcapacity, customer interaction history (e.g., last agent routing), andother criteria, such as up- or cross-sell opportunities, agent skills,and the like.

While the above description sets forth a particular order of operationsperformed by certain embodiments, it should be understood that suchorder is exemplary, as alternative embodiments may perform theoperations in a different order, combine certain operations, overlapcertain operations, or the like. References in the specification to agiven embodiment indicate that the embodiment described may include aparticular feature, structure, or characteristic, but every embodimentmay not necessarily include the particular feature, structure, orcharacteristic.

While the disclosed subject matter has been described in the context ofa method or process, the subject disclosure also relates to apparatusfor performing the operations herein. This apparatus may be speciallyconstructed for the required purposes, or it may comprise ageneral-purpose computing entity selectively activated or reconfiguredby a stored computer program stored. Such a computer program may bestored in a computer readable storage medium, such as, but is notlimited to, any type of disk including an optical disk, a CD-ROM, and amagnetic-optical disk, flash memory, a read-only memory (ROM), a randomaccess memory (RAM), a magnetic or optical card, or any type ofnon-transitory media suitable for storing electronic instructions.

While given components of the system have been described separately, oneof ordinary skill will appreciate that some of the functions may becombined or shared in given instructions, program sequences, codeportions, and the like.

As used herein, agents may be assigned explicitly, e.g., by an agentassignment mechanism dedicated to that purpose, or implicitly, e.g., byan IVR.

Each of the various servers, controllers, switches, gateways, engines,and/or modules (collectively referred to as servers) in theafore-described figures may be a process or thread, running on one ormore processors, in one or more computing devices 1500 (e.g., FIG. 11A,FIG. 11B), executing computer program instructions and interacting withother system components for performing the various functionalitiesdescribed herein. The computer program instructions are stored in amemory which may be implemented in a computing device using a standardmemory device, such as, for example, a random access memory (RAM). Thecomputer program instructions may also be stored in other non-transitorycomputer readable media such as, for example, a CD-ROM, flash drive, orthe like. Also, a person of skill in the art should recognize that acomputing device may be implemented via firmware (e.g. anapplication-specific integrated circuit), hardware, or a combination ofsoftware, firmware, and hardware. A person of skill in the art shouldalso recognize that the functionality of various computing devices maybe combined or integrated into a single computing device, or thefunctionality of a particular computing device may be distributed acrossone or more other computing devices without departing from the scope ofthe exemplary embodiments of the present invention. A server may be asoftware module, which may also simply be referred to as a module. Theset of modules in the contact center may include servers, and othermodules.

The various servers may be located on a computing device on-site at thesame physical location as the agents of the contact center or may belocated off-site (or in the cloud) in a geographically differentlocation, e.g., in a remote data center, connected to the contact centervia a network such as the Internet. In addition, some of the servers maybe located in a computing device on-site at the contact center whileothers may be located in a computing device off-site, or serversproviding redundant functionality may be provided both via on-site andoff-site computing devices to provide greater fault tolerance. In someembodiments of the present invention, functionality provided by serverslocated on computing devices off-site may be accessed and provided overa virtual private network (VPN) as if such servers were on-site, or thefunctionality may be provided using a software as a service (SaaS) toprovide functionality over the internet using various protocols, such asby exchanging data using encoded in extensible markup language (XML) orJavaScript Object notation (JSON).

FIG. 11A and FIG. 11B depict block diagrams of a computing device 1500as may be employed in exemplary embodiments of the present invention.Each computing device 1500 includes a central processing unit 1521 and amain memory unit 1522. As shown in FIG. 11A, the computing device 1500may also include a storage device 1528, a removable media interface1516, a network interface 1518, an input/output (I/O) controller 1523,one or more display devices 1530 c, a keyboard 1530 a and a pointingdevice 1530 b, such as a mouse. The storage device 1528 may include,without limitation, storage for an operating system and software. Asshown in FIG. 11B, each computing device 1500 may also includeadditional optional elements, such as a memory port 1503, a bridge 1570,one or more additional input/output devices 1530 d, 1530 e and a cachememory 1540 in communication with the central processing unit 1521. Theinput/output devices 1530 a, 1530 b, 1530 d, and 1530 e may collectivelybe referred to herein using reference numeral 1530.

The central processing unit 1521 is any logic circuitry that responds toand processes instructions fetched from the main memory unit 1522. Itmay be implemented, for example, in an integrated circuit, in the formof a microprocessor, microcontroller, or graphics processing unit (GPU),or in a field-programmable gate array (FPGA) or application-specificintegrated circuit (ASIC). The main memory unit 1522 may be one or morememory chips capable of storing data and allowing any storage locationto be directly accessed by the central processing unit 1521. As shown inFIG. 11A, the central processing unit 1521 communicates with the mainmemory 1522 via a system bus 1550. As shown in FIG. 11B, the centralprocessing unit 1521 may also communicate directly with the main memory1522 via a memory port 1503.

FIG. 11B depicts an embodiment in which the central processing unit 1521communicates directly with cache memory 1540 via a secondary bus,sometimes referred to as a backside bus. In other embodiments, thecentral processing unit 1521 communicates with the cache memory 1540using the system bus 1550. The cache memory 1540 typically has a fasterresponse time than main memory 1522. As shown in FIG. 11A, the centralprocessing unit 1521 communicates with various I/O devices 1530 via thelocal system bus 1550. Various buses may be used as the local system bus1550, including a Video Electronics Standards Association (VESA) Localbus (VLB), an Industry Standard Architecture (ISA) bus, an ExtendedIndustry Standard Architecture (EISA) bus, a MicroChannel Architecture(MCA) bus, a Peripheral Component Interconnect (PCI) bus, a PCI Extended(PCI-X) bus, a PCI-Express bus, or a NuBus. For embodiments in which anI/O device is a display device 1530 c, the central processing unit 1521may communicate with the display device 1530 c through an AdvancedGraphics Port (AGP). FIG. 11B depicts an embodiment of a computer 1500in which the central processing unit 1521 communicates directly with I/Odevice 1530 e. FIG. 11B also depicts an embodiment in which local bussesand direct communication are mixed: the central processing unit 1521communicates with I/O device 1530 d using a local system bus 1550 whilecommunicating with I/O device 1530 e directly.

A wide variety of I/O devices 1530 may be present in the computingdevice 1500. Input devices include one or more keyboards 1530 a, mice,trackpads, trackballs, microphones, and drawing tablets. Output devicesinclude video display devices 1530 c, speakers, and printers. An I/Ocontroller 1523, as shown in FIG. 11A, may control the I/O devices. TheI/O controller may control one or more I/O devices such as a keyboard1530 a and a pointing device 1530 b, e.g., a mouse or optical pen.

Referring again to FIG. 11A, the computing device 1500 may support oneor more removable media interfaces 1516, such as a floppy disk drive, aCD-ROM drive, a DVD-ROM drive, tape drives of various formats, a USBport, a Secure Digital or COMPACT FLASH™ memory card port, or any otherdevice suitable for reading data from read-only media, or for readingdata from, or writing data to, read-write media. An I/O device 1530 maybe a bridge between the system bus 1550 and a removable media interface1516.

The removable media interface 1516 may for example be used forinstalling software and programs. The computing device 1500 may furthercomprise a storage device 1528, such as one or more hard disk drives orhard disk drive arrays, for storing an operating system and otherrelated software, and for storing application software programs.Optionally, a removable media interface 1516 may also be used as thestorage device. For example, the operating system and the software maybe run from a bootable medium, for example, a bootable CD.

In some embodiments, the computing device 1500 may comprise or beconnected to multiple display devices 1530 c, which each may be of thesame or different type and/or form. As such, any of the I/O devices 1530and/or the I/O controller 1523 may comprise any type and/or form ofsuitable hardware, software, or combination of hardware and software tosupport, enable or provide for the connection to, and use of, multipledisplay devices 1530 c by the computing device 1500. For example, thecomputing device 1500 may include any type and/or form of video adapter,video card, driver, and/or library to interface, communicate, connect orotherwise use the display devices 1530 c. In one embodiment, a videoadapter may comprise multiple connectors to interface to multipledisplay devices 1530 c. In other embodiments, the computing device 1500may include multiple video adapters, with each video adapter connectedto one or more of the display devices 1530 c. In some embodiments, anyportion of the operating system of the computing device 1500 may beconfigured for using multiple display devices 1530 c. In otherembodiments, one or more of the display devices 1530 c may be providedby one or more other computing devices, connected, for example, to thecomputing device 1500 via a network. These embodiments may include anytype of software designed and constructed to use the display device ofanother computing device as a second display device 1530 c for thecomputing device 1500. One of ordinary skill in the art will recognizeand appreciate the various ways and embodiments that a computing device1500 may be configured to have multiple display devices 1530 c.

A computing device 1500 of the sort depicted in FIG. 11A and FIG. 11Bmay operate under the control of an operating system, which controlsscheduling of tasks and access to system resources. The computing device1500 may be running any operating system, any embedded operating system,any real-time operating system, any open source operating system, anyproprietary operating system, any operating systems for mobile computingdevices, or any other operating system capable of running on thecomputing device and performing the operations described herein.

The computing device 1500 may be any workstation, desktop computer,laptop or notebook computer, server machine, handheld computer, mobiletelephone or other portable telecommunication device, media playingdevice, gaming system, mobile computing device, or any other type and/orform of computing, telecommunications or media device that is capable ofcommunication and that has sufficient processor power and memorycapacity to perform the operations described herein. In someembodiments, the computing device 1500 may have different processors,operating systems, and input devices consistent with the device.

In other embodiments the computing device 1500 is a mobile device, suchas a Java-enabled cellular telephone or personal digital assistant(PDA), a smart phone, a digital audio player, or a portable mediaplayer. In some embodiments, the computing device 1500 comprises acombination of devices, such as a mobile phone combined with a digitalaudio player or portable media player.

As shown in FIG. 11C, the central processing unit 1521 may comprisemultiple processors P1, P2, P3, P4, and may provide functionality forsimultaneous execution of instructions or for simultaneous execution ofone instruction on more than one piece of data. In some embodiments, thecomputing device 1500 may comprise a parallel processor with one or morecores. In one of these embodiments, the computing device 1500 is ashared memory parallel device, with multiple processors and/or multipleprocessor cores, accessing all available memory as a single globaladdress space. In another of these embodiments, the computing device1500 is a distributed memory parallel device with multiple processorseach accessing local memory only. In still another of these embodiments,the computing device 1500 has both some memory which is shared and somememory which may only be accessed by particular processors or subsets ofprocessors. In still even another of these embodiments, the centralprocessing unit 1521 comprises a multicore microprocessor, whichcombines two or more independent processors into a single package, e.g.,into a single integrated circuit (IC). In one exemplary embodiment,depicted in FIG. 11D, the computing device 1500 includes at least onecentral processing unit 1521 and at least one graphics processing unit1521′.

In some embodiments, a central processing unit 1521 provides singleinstruction, multiple data (SIMD) functionality, e.g., execution of asingle instruction simultaneously on multiple pieces of data. In otherembodiments, several processors in the central processing unit 1521 mayprovide functionality for execution of multiple instructionssimultaneously on multiple pieces of data (MIMD). In still otherembodiments, the central processing unit 1521 may use any combination ofSIMD and MIMD cores in a single device.

A computing device may be one of a plurality of machines connected by anetwork, or it may comprise a plurality of machines so connected. FIG.11E shows an exemplary network environment. The network environmentcomprises one or more local machines 1502 a, 1502 b (also generallyreferred to as local machine(s) 1502, client(s) 1502, client node(s)1502, client machine(s) 1502, client computer(s) 1502, client device(s)1502, endpoint(s) 1502, or endpoint node(s) 1502) in communication withone or more remote machines 1506 a, 1506 b, 1506 c (also generallyreferred to as server machine(s) 1506 or remote machine(s) 1506) via oneor more networks 1504. In some embodiments, a local machine 1502 has thecapacity to function as both a client node seeking access to resourcesprovided by a server machine and as a server machine providing access tohosted resources for other clients 1502 a, 1502 b. Although only twoclients 1502 and three server machines 1506 are illustrated in FIG. 11E,there may, in general, be an arbitrary number of each. The network 1504may be a local-area network (LAN), e.g., a private network such as acompany Intranet, a metropolitan area network (MAN), or a wide areanetwork (WAN), such as the Internet, or another public network, or acombination thereof.

The computing device 1500 may include a network interface 1518 tointerface to the network 1504 through a variety of connectionsincluding, but not limited to, standard telephone lines, local-areanetwork (LAN), or wide area network (WAN) links, broadband connections,wireless connections, or a combination of any or all of the above.Connections may be established using a variety of communicationprotocols. In one embodiment, the computing device 1500 communicateswith other computing devices 1500 via any type and/or form of gateway ortunneling protocol such as Secure Socket Layer (SSL) or Transport LayerSecurity (TLS). The network interface 1518 may comprise a built-innetwork adapter, such as a network interface card, suitable forinterfacing the computing device 1500 to any type of network capable ofcommunication and performing the operations described herein. An I/Odevice 1530 may be a bridge between the system bus 1550 and an externalcommunication bus.

According to one embodiment, the network environment of FIG. 11E may bea virtual network environment where the various components of thenetwork are virtualized. For example, the various machines 1502 may bevirtual machines implemented as a software-based computer running on aphysical machine. The virtual machines may share the same operatingsystem. In other embodiments, different operating system may be run oneach virtual machine instance. According to one embodiment, a“hypervisor” type of virtualization is implemented where multiplevirtual machines run on the same host physical machine, each acting asif it has its own dedicated box. Of course, the virtual machines mayalso run on different host physical machines.

Other types of virtualization is also contemplated, such as, forexample, the network (e.g. via Software Defined Networking (SDN)).Functions, such as functions of the session border controller and othertypes of functions, may also be virtualized, such as, for example, viaNetwork Functions Virtualization (NFV).

It is the Applicant's intention to cover by claims all such uses of theinvention and those changes and modifications which could be made to theembodiments of the invention herein chosen for the purpose of disclosurewithout departing from the spirit and scope of the invention. Theparticular manner in which template details are presented to the usermay also differ. Thus, the present embodiments of the invention shouldbe considered in all respects as illustrative and not restrictive, thescope of the invention to be indicated by claims and their equivalentsrather than the foregoing description.

1. A method for enhanced interaction processing in a contact center, themethod comprising: detecting, by a processor, a pending interaction witha customer; identifying, by the processor, first and second objectivesof the contact center in response to detecting the pending interaction,wherein the first objective is identified as more important to thecontact center than the second objective; identifying, by the processor,a first agent for handling the first objective, and determining alikelihood of success of the first agent in achieving the firstobjective; identifying, by the processor, a second agent for handlingthe second objective, and determining a likelihood of success of thesecond agent in achieving the second objective, wherein the likelihoodof success in achieving the second objective by the second agent ishigher than the likelihood of success of achieving the first objectiveby the first agent; transmitting, by the processor, instructions toroute the pending interaction to the second agent; and prompting, by theprocessor, the second agent to pursue the second objective.
 2. Themethod of claim 1, wherein the first objective is associated with afirst business outcome determined to be more desirable to the contactcenter than a second business outcome associated with the secondobjective.
 3. The method of claim 1, wherein the business outcomerelates to profit, revenue, or sales of the contact center.
 4. Themethod of claim 1, wherein the business outcome relates to customersatisfaction.
 5. The method of claim 1, wherein the likelihood of thefirst or second agent in achieving the first or second objectives isdetermined based on analysis of historical performance of the first orsecond agents relating to the first and second objectives.
 6. The methodof claim 1, wherein the second objective is associated with a businessopportunity to be presented to the customer.
 7. The method of claim 6,wherein the business opportunity is a cross-sell or up-sell opportunityof a product or service.
 8. A system for enhanced interaction processingin a contact center, the system comprising: processor; and memory,wherein the memory stores instructions that, when executed by theprocessor, cause the processor to: detect a pending interaction with acustomer; identify first and second objectives of the contact center inresponse to detecting the pending interaction, wherein the firstobjective is identified as more important to the contact center than thesecond objective; identify a first agent for handling the firstobjective, and determine a likelihood of success of the first agent inachieving the first objective; identifying, by the processor, a secondagent for handling the second objective, and determining a likelihood ofsuccess of the second agent in achieving the second objective, whereinthe likelihood of success in achieving the second objective by thesecond agent is higher than the likelihood of success of achieving thefirst objective by the first agent; transmit instructions, by theprocessor, to route the pending interaction to the second agent; andprompt, by the processor, the second agent to pursue the secondobjective.
 9. The system of claim 8, wherein the first objective isassociated with a first business outcome determined to be more desirableto the contact center than a second business outcome associated with thesecond objective.
 10. The system of claim 8, wherein the businessoutcome relates to profit, revenue, or sales of the contact center. 11.The system of claim 8, wherein the business outcome relates to customersatisfaction.
 12. The system of claim 8, wherein the likelihood of thefirst or second agent in achieving the first or second objectives isdetermined based on analysis of historical performance of the first orsecond agents relating to the first and second objectives.
 13. Thesystem of claim 8, wherein the second objective is associated with abusiness opportunity to be presented to the customer.
 14. The system ofclaim 13, wherein the business opportunity is a cross-sell or up-sellopportunity of a product or service.
 15. The system of 8, wherein thepending interaction is for achieving a step of a workflow associatedwith a case, wherein an agent selected for handling the pendinginteraction is an agent with skills to handle a next step of theworkflow.
 16. The system of claim 8, wherein the instructions furthercause the processor to: retrieve, in response to detecting the pendinginteraction, identification of a first customer segment to which thecustomer belongs, wherein the first customer segment is associated witha third objective of the contact center; predict an outcome of thepending interaction; identify a second customer segment based on thepredicted outcome; re-associate the customer to a second customersegment, wherein the second customer segment is associated with thesecond objective.